Rolliworks service

[bimrologist]

I'm new to the world of vintage Rolex and have yet to post on the forum. I've mainly used this site for reference material and general knowledge on what to look for in a used Rolex timepiece.

I recently shipped my 16800 spider dial to Rolliworks in Miami to have extensive work performed to include re-lume of the hands, bracelet stretch repair as well as a 6 o'clock permanent link modification for my wee-little wrist.
The watch was received on March 27th and confirmed by them. 3 weeks later I received an email with an estimate of repairs based on visual inspection to follow with a more comprehensive estimate after the movement had been torn down and bracelet disassembled.

On April 16th I was contacted with a complete repair estimate which I agreed to and was informed that my "marker date" was May 27th. Not a set date, but what they estimated the repairs could be completed by is how I took the statement?

No we're to June 21st... I waited until June 6th to reach out and ask how the repairs had progressed, closing with no rush on the work as it's not an urgent matter of course. No response. I followed up on June 17th asking again if repairs were going well and to just reach out and let me know something, anything. No response again.

All the reviews I have read before and after choosing Rolliworks have said the same thing. Poor communication, top notch work. While I understand things happen, this is an heirloom vintage piece that I'm moderately concerned about and thought I chose the best repair facility in my part of the world. How long do I wait to maybe hear back from them?? Does anyone have a recent success story from Rolliworks they can share?

[L_S_SHOE]

Cannot comment on Rolliworks beyond their reputation, which seems good, but I feel compelled to recommend that you leave the dial and hands as they are.

Hopefully it’s not too late to save them.


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[ViperB]

Hi,

I believe Mike does everything at Rolliworks so he does get overwhelmed. I have sent him some of my watchmaker customers and they all have been very happy.

Being a vintage parts are harder to source. Be patient you're in good hands.

[HHIslander]

That’s not an acceptable level of service at all. Have you tried calling? If not, I’d do that today.

Let us know.

[Easy Rhino]

Not defending this service provider, but some of the people that are the greatest artists are weak in administration and the business end.

From what I understand this shop/persons has a good rep.

Yes it's frustrating to deal with these craftspersons when they are anonymous, distant, don't reach out, and vastly exceed expected service dates.

I recently had an heirloom 1960 Martin guitar at a luthier for minor touch up repairs that took over double the number of months quoted to get fixed, the guy wouldn't return calls, and I was beginning to sweat it was lost. But he came through, did a marvelous job, treated the guitar as if it was his own family's heirloom, and did the work at a fraction of his quoted price. Turns out his father went into hospice care and passed away in a distant state, and he was not home for months. Poor business sense? Yes. Real world? Also yes.

[Jerrocop]

Honestly, I think your timeline is too short to expect much. Yes, communication could be better but of the many service centers, watchmakers, and even AD's that I've worked with, all seem to operate on a much slower and drawn out timeline than I would hope for. For the service you've outlined, I would be happy if the watch was finished and returned in a year. The end goal for me would be to have the watch repaired to a high degree of quality, which I would expect Rolliworks to do given their reputation, no matter how long it took. Rolliworks managing that expectation of you the customer should be a high priority for them, which it appears is an area they're deficient in.

[0nly5iv3Digits]

I know we're all living in the 21st century here... but why don't you just pick up the phone and call him. Leave a VM if you can. Email comms. are almost a way of asking for an "i'll get back to you when I get back to you" response.

[Fourthirteen]

Rolliworks did a couple of bracelets for me earlier this year. The first one was completed right on schedule but the 2nd took a couple of extra months but it was worth the wait. They were good at responding to my inquires on the 2nd one so I’m surprised that you’re not getting responses. Just be patient, they’ll come through.

[antiquesguy36]

Rolliworks has serviced four of my watches with impeccable results. When one was delayed, I simply called and asked about it. I’ve never had an issue with them. I understand the nervousness, which is why I called myself. Consider giving them a jingle to put your mind at ease. Honestly though, they do great work.

[bimrologist]

Greatly appreciate all of the honest feedback, I’ll give them a call next week to check in on the service!

[Andad]

Great idea.

[Dendi]

I had work with them and would have to agree that communication is awful. I went with them because of all the positive reviews on here, but regretted my decision. Work was subpar as well, to say the least. They actually did exactly opposite of what I requested. I recently put up a post showing before and after pics of the work done on my watch. You can judge for yourself. I would never recommend them unfortunately.

[Lalo007]

Im a craftsman, I work on homes and and highly detailed and a perfectionist. At times I am so deep in my work that I, for some strange reason cant find the time to communicate with my client. The end result, though is a satisfied client and a beautiful long lasting finish. I would hold off on contacting them and just letting them do the work. I actually dont like it when I get bombarded with questions regarding completion of projects, not because I dont like communicating with the client, but because I work in flow and human interactions usually throw me off and then I lose the momentum and flow I ride. Hard to understand but I believe that is a reality with highly skilled craftsmen and artists.

[996marty]

The most important thing is they do a job on your watch that is perfect and if that takes extra time it’ll be worth it. For me yes I can understand your frustration but I’d hate for your watch to be rushed and your expectations not met.

[geoach]

I me if you're running a business you must have a way to be reached for Qs and answers.Just a given

[911991]

I heard and seen nothing but great work from that company. You state that its not a hurry job, yet your calling about status. Its a small company with limited employees, they dont have a Customer Service division. In this case Patience is a virtue. I'm sure you will like the finished product....

[mobster600]

I had a vintage oyster bracelet come back sub par. They oversleeved a few links making the bracelet lock up. It was simply not checked by quality control. I believe they have separate people doing separate tasks. They did pay to send it back and fix it. But it came back with another link that had a slight lock up. So it wasnt perfect. I think they are rushed and or lack oversight of finished products. I know they have the talent and skills to do great work but how can you not even check if the bracelet moves properly? Just move it up and down before you ship it out....Thats my rant lol, Ill never go back to them.